Job Description:
The Manager, Client Outcomes leads a team responsible for driving client adoption, platform performance, and operational value across assigned accounts. This role provides people leadership, sets priorities, and ensures consistent execution of client outcomes strategies that support adoption, workflow optimization, platform stability, and risk mitigation. The manager partners closely with Product, Engineering, Delivery, Support, Services, and Sales to align business needs with platform capabilities and resolve issues that affect client success. This position serves as a senior client partner for assigned accounts and supports executive-level client discussions, strategic alignment, and escalation management.
- Lead, coach, and develop Client Outcomes team members to support strong performance and consistent delivery.
- Oversee execution of client outcomes strategies across assigned accounts, including adoption, workflow performance, platform stability, and risk mitigation.
- Monitor client health, adoption trends, workflow performance, system reliability, and other key portfolio indicators.
- Support implementation and upgrade governance to help ensure readiness, compliance with standards, and post-deployment stabilization.
- Review incidents, identify root causes, and drive corrective and preventive actions to improve long-term platform stability.
- Identify workflow, technical, and operational risks and coordinate mitigation plans.
- Manage escalations related to adoption challenges, system performance, and platform instability while maintaining stakeholder trust.
- Coach team members on client communication, executive engagement, and cross-functional alignment.
- Serve as a senior client partner for assigned accounts and support executive-level client discussions, strategic alignment, and escalation management.
- Partner with Product, Engineering, Cloud/Infrastructure, Support, Services, and Sales to deliver coordinated client outcomes.
- Translate client needs and operational findings into actionable plans with technical and business stakeholders.
- Report on portfolio performance, including adoption trends, system health, and risk patterns.
- Support resource planning and team execution against organizational goals.
- Promote responsible use of AI tools to improve reporting, analytics, and operational efficiency in line with governance, compliance, and security standards.
- Foster a culture of accountability, continuous improvement, and customer focus.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor’s degree in business, technology, or related discipline, or equivalent combination of education and experience.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 6–8 years of experience in healthcare SaaS, enterprise technology, advisory, implementation, or related environments.
- 2+ years of people leadership experience in a team leadership or supervisory role.
- Experience driving client adoption, workflow improvement, operational performance, or system reliability initiatives.
- Experience managing client relationships and handling escalations.
- Experience working with cloud-hosted platforms, technical operations, or application support preferred.
Knowledge, Skills & Abilities:
- Knowledge of: Enterprise platform workflows, lifecycle management, and configuration governance. Client adoption, utilization analysis, and value realization concepts. Platform reliability, observability, and incident management practices. Healthcare operational, regulatory, and financial considerations. Change management and risk management frameworks.
- Skill in: Team leadership and coaching. Client facilitation and executive communication. Cross-functional collaboration and influence. Analytical thinking and systemic problem-solving. Workflow optimization and performance improvement.
- Ability to: Lead cross-functional discussions to resolve workflow, technical, and operational challenges. Manage escalations while maintaining stakeholder trust during high-impact situations. Balance customer advocacy with platform standards and organizational priorities. Develop high-performing teams and reinforce accountability. Align business and technical stakeholders around measurable client outcomes. Use data and analytics to identify risks, trends, and opportunities for improvement.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
